INFLUENCE ENHANCEMENT FACTORS FOR SERVICE QUALITY ON ROAD FREIGHT TRANSPORTATION SERVICE PERFORMANCE OF LOGISTICS SERVICE PROVIDERS

ปัจจัยเสริมสร้างอิทธิพลของคุณภาพการบริการ ที่มีต่อสมรรถนะการให้บริการขนส่งสินค้าทางถนนของผู้ให้บริการโลจิสติกส์

  • THAPANEE RUANGSRIROJ เรืองศรีโรจน์
  • KWUNKAMOL DONKWA
Keywords: Service quality, Performance, Logistics service providers, Operating experience, Logistics information technology, Moderator

Abstract

   

The research aimed to study factors that enhance the influence of service quality on the performance of logistics service providers of road freight transportation with the organization’s operational experience and logistics information technology as a moderator. Data were collected from 120 logistic service providers of road freight transportation in the category of public trucks in Thailand, by sending questionnaires to the target group via the postal channel. Probability sampling was to use the cluster random sampling due to the sample groups were diverse in experience, organization size, and service model. Data were analyzed by using descriptive statistics with mean, percentage and standard deviation, and inferential statistics by analyzing the hierarchical regression with moderator variable to enhance the influence of the relationship between service quality and performance of logistics services provider.

            The results showed that the sample groups had a high level of opinions regarding the service quality (gif.latex?\bar{X} =4.17), with the opinion of the guarantee being at the highest level ( gif.latex?\bar{X}=4.39). As for the aspect of overall service efficiency, it was at a moderate level (gif.latex?\bar{X} =3.10), with opinion of the internal process views at a high level ( gif.latex?\bar{X}=4.10). Besides, the research found that the factor of organization’s operational experience and logistics information technology had not helped to reinforce the direct influence between the service quality toward the efficiency of logistics service providers of road freight transportation at the statistical significance level of 0.05.

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Published
2020-04-01
Section
Research Articles